PerplexityCustomer Success & Enterprise Support Lead, APAC
1mo ago
140000 –165000 USD / yearWorldwideLeadRemotecustomer successtechnical supportaccount managementonboardingescalation management
Lead Customer Success and Enterprise Support for APAC region, managing Japan-headquartered Enterprise accounts and technical escalation.
Responsibilities
- Customer Success & Growth
- Execute the Enterprise customer success strategy in APAC, serving as the primary point of contact for key APAC-based enterprise clients.
- Drive initial enablement through high-quality onboarding and training, then define and run a targeted, goal-based engagement plan aligned with each customer's objectives.
- Identify and support opportunities for expansion; partner with sales to translate customer insights into actionable growth strategies.
- Manage retention by quantifying value delivered, monitoring health, and acting early on risk.
- Generate customer insights by understanding the competitive landscape and the end-to-end customer journey — goals, behaviors, and pain points — across distinct APAC markets.
- Build durable executive relationships and engage with stakeholders from individual contributors to C-level.
- Engage cross-functionally with Product, Engineering, Localization, Sales, and Marketing to drive projects and influence decisions that enable delivery of your customer strategy.
- Enterprise Support Execution
- Work directly with enterprise customers via tickets, Slack, and calls to diagnose and resolve the most complex technical and product questions — the "last line of defense" before Product and Engineering step in.
- Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear, low-jargon explanations in Japanese and English.
- Anticipate customer issues, orchestrate timely resolutions, and act as the regional escalation point for complex problems.
- Leverage Perplexity's own AI tooling and workflow automations to scale world-class support, continuously replacing repetitive tasks with agentic, self-service solutions that still feel personalized.
- Localize 15+ knowledge base articles at launch, maintaining terminology consistency with product UI localization.
Requirements
- Required
- Fluency in English and Japanese is a must; technical writing proficiency in Japanese. Business or fluent-level Korean or Mandarin Chinese is preferred.
- 3+ years in B2B/SaaS customer support, ideally as a senior or escalation engineer providing timely, accurate support to end users.
- 3+ years in customer-facing roles (Customer Success, Account Management, or equivalent) with a proven ability to engage stakeholders at both project and senior management levels.
- Proven track record of driving enterprise-level satisfaction, growth, and retention; creative problem-solving in a fast-paced environment.
- Strong customer orientation with the ability to interact effectively with both software engineers and business decision-makers.
- Hands-on experience prompting large language models and a solid grasp of AI fundamentals (tokens, context windows, embeddings, latency vs. cost trade-offs).
- Ability to translate complex technical concepts — APIs, SSO/SAML, cloud integrations — into clear, actionable guidance for non-technical stakeholders.
- Proficiency with modern support platforms (Intercom, Zendesk, Jira) and CRM / customer success tools.
- Excellent written and spoken communication; comfortable presenting to C-level executives.
- A self-starter comfortable with ambiguity, juggling multiple initiatives, and operating independently as the in-region anchor for a US-headquartered team.
Other
- Perplexity is an AI-powered answer engine used to solve billions of queries every month. We build accurate, trustworthy AI that powers decision-making for curious people and organizations worldwide. As we scale across Asia-Pacific, we are investing in a regional team that can deliver the same world-class experience our Enterprise Pro customers expect, in their language, in their time zone, and to their service standards.
- The Perplexity APAC team is the frontline for delivering Perplexity AI's industry-leading search capabilities to enterprise clients and individual users across Asia-Pacific markets. The team partners closely with Product, Engineering, Localization, and Technical Success to resolve complex technical issues while adapting our global support and success frameworks to regional expectations.
- This is a hybrid Customer Success and Enterprise Support role. You will own a book of Japan-headquartered Enterprise accounts end to end — onboarding, adoption, retention, and growth — while also serving as the senior technical escalation point for APAC support.